Our client an IT Service Provider is currently seeking to recruit a dynamic Software Product Engineer.
Provide tier-2 technical support to a large number of products in a technical manner.
Be responsible for product deployment and support for a set of defined products.
Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.
Log, investigate and track technical issues from clients.
Closely monitor application events via web-based monitoring systems.
Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.
Adhere to incident management KPI's.
Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.
Work closely with other teams to ensure effectivity of resolving incident calls, and effective communication with other teams.
Deploy and troubleshoot in-house software products' features and fixes to live environments whilst understanding the potential impacts on various systems.
Document technical articles and problem resolution steps in company knowledge base system.
Identify and develop ideas to enhance tools, process, training, techniques etc.
Work diligently and responsibly on all live environments.
Provide excellent services to both internal and external parties in a timely manner.
Provide Stand-By and on-call support as required.
what you need to know
Relevant Degree or post-secondary education (Ex. BSc IT / IS).
ITIL V3 certification.
Linux administration (RHEL7 or above).
Basic understanding of Network infrastructure, IT system monitoring tools and service management concepts.
Valid Microsoft SQL Certification or equivalent work experience.
Valid AWS Certified Solution Certification.
Dev Ops scripting tools.
Network Infrastructure, IT system monitoring tools and service management concepts.
Rest API testing.
Debugging Proxy Tools.